Head of Customer Experience

1 week ago


Canada Digitail Full time

Digitail: Dedicated to revolutionizing the veterinary profession with innovative tech solutions, Digitail is developing an all-in-one system for animal hospitals. This system aids vets in managing client communication, patient data, medical records, schedules, and billing efficiently.

At the core of Digitail's mission lies a profound respect for veterinary professionals and a deep love for pets.

To enhance user relationships, Digitail is establishing a Customer function and is in search of a Head of CX to lead their Customer Success, Onboarding, and Support teams.

Responsibilities:

  • - Develop impactful and resourceful customer experience strategies aligned with revenue success.
  • - Lead onboarding, customer support, and customer success teams, focusing on data, KPIs, and performance excellence.
  • - Utilize customer feedback and research to enhance customer experience.
  • - Implement key performance indicators (KPIs) to monitor the performance of customer experience initiatives.
  • - Collaborate with Product to enhance Net Promoter Score (NPS) and customer advocacy.
  • - Ensure experience consistency across teams and streamline processes for quick customer value delivery.
  • - Review tools and processes to enhance automation and customer connection.
  • - Provide training and development opportunities for team members.
  • - Foster continuous improvement and innovation in delivering exceptional customer experiences.

Your Experience:

  • - Led Customer Success and Implementation teams in fast-growing SAAS companies.
  • - Experienced in managing budgets, planning, and executing customer strategies.
  • - Prior experience managing customer portfolios with retention targets.
  • - Demonstrated analytical mindset and passion for data-driven decision-making.
  • - Experienced in building automation for workflow efficiencies.
  • - Passionate about learning and experimenting within the customer journey.
  • - Experienced in leadership and collaborating with C-Level teams.

For more information about Digitail and the Head of CX role, visit the candidate page.


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